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Bestow · 5 hours ago

Team Lead, Customer Experience

Dallas, TX

Full-time

Hybrid

Senior Level

6+ years exp

Bestow is a leading vertical technology platform in the life insurance industry, focused on modernizing and streamlining the insurance process. The Team Lead, Customer Experience will lead and mentor a team of Customer Care Advisors, providing expert guidance on customer inquiries and driving team success through coaching and process improvements.

Developer APIsFinTechInsuranceInsurTechLife Insurance

Comp. & Benefits

Responsibilities

Provide expert advice and guidance to Customer Care Advisors on customer inquiries across all channels

Resolve complex customer and agent issues, including managing escalations

Lead, mentor, and coach a team of Customer Care Advisors, fostering a positive team culture

Facilitate team meetings and communications

Identify and implement process improvements to enhance efficiency and the overall customer experience

Lead and contribute to department projects and initiatives

Conduct quality assurance reviews, provide feedback, and generate reports

Build and maintain relationships with vendors and enterprise partners

Represent the team in meetings and act as a delegate for the CX Manager

Monitor key operational processes, conduct business testing, and participate in audits

Analyze team performance, identify trends, and provide feedback

Support team performance management through regular reviews and feedback

Qualification

Customer Relationship ManagementLife insurance knowledgeLeadershipProblem-SolvingCommunicationCollaborationCustomer-CentricAdaptability

Required

6+ years of experience in a customer service role

Strong understanding of life insurance customer issues, operational processes, and relevant regulations

Proficient with Customer Relationship Management (CRM) systems

Leadership: Ability to guide a team by leading department initiatives, making decisions, and managing performance

Customer-Centric: A strong focus on customer needs, with a deep understanding of our products and services

Communication: Excellent written and verbal communication skills, including the ability to provide clear and effective coaching and feedback

Problem-Solving: Ability to perform research and analysis on complex items and develop solutions

Adaptability: Comfortable working in a fast-paced environment with ambiguity and changing priorities

Collaboration: Strong teamwork and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners